Cancellation, Refunds and Terms

At Queen Tour, we know that unexpected changes can happen. That’s why we offer a flexible 24-hour change and cancellation policy for all group tours. If you need to cancel or reschedule your tour, you can do so up to 24 hours before your scheduled departure. We will refund cancellations with proper notice 100% of the tour cost. Cancellations made within 24 hours of departure are non-refundable. We encourage you to reach out as soon as possible if your plans change, so we can assist you accordingly. Written notice via email must be sent to book@tourstoniagarafalls.com with the proper notice to change your tour date or to receive a refund. An example of this is if your departure time is set for 8:00 AM, your tour is refundable if you send us an email request by 8:00 AM the day before.

While we understand that situations can happen within 24 hours, we are not able to refund or change your tour date without proper notice. We operate small-group tours and a sustainable change policy is required to keep our tour groups small. This 24-hour change and cancellation policy is flexible and in line with the best policies offered in Canada's tourism industry. Most travellers book a trip cancellation insurance policy which would cover this tour if the trip is cancelled for an unforeseen circumstance. We can provide invoices and documentation to assist customers with their claim.

Refunds will not be given to those who do not report to the pickup time that has been emailed to them. In order to respect everybody's time, we will depart at the stated time so plan to arrive early to ensure you don’t miss the stated time. Those who do not report to the bus at the stated departure times during the tour will need to find alternate transport back to Toronto. No refund is available for those who do not return with the tour group or who are late. If you are lost, please call our office AS SOON AS POSSIBLE at +1 416-792-7968 on a regular landline call. Although we can be reached by email or WhatsApp, we can't guarantee that we will see it in time. This is the fastest way to reach us.

We are not responsible for any items lost, stolen or misplaced during the tour. We do our best to lock and protect our buses. If you leave something inside of the bus and it is lost or stolen, we cannot provide compensation. Do so at your own risk. We are not able to ship or return forgotten items. Make sure to check the bus for all your belongings before departing. If you forget something you can meet us on our next available tour day in the morning, at one of our designated pick-up locations. Please email us as soon as you find out that something is missing and we will ask the driver to check if they can find it. Our email is book@tourstoniagarafalls.com and our phone number is +1 416-792-7968.

We organize group tours and everybody on the tour must show respect to other passengers, to the tour guide and the vehicle. Communication must always be respectful and appropriate with others in the tour group, our staff and everybody else we come across that day. You should be on time at each stop to respect other people's time and schedule. Open food and drinks are not allowed on the bus - they can have smells, create a mess or cause allergies. Closed bottles and pre-packed food that is contained are allowed on the bus. If anybody is demonstrating any sort of disrespectful behaviour towards our staff, guests, vehicles or in any other way, we reserve the right to remove you from the tour group. We will not be responsible for any financial or other loss incurred as a result of you being removed from the tour group for disrespectful behaviour.

Private tour dates can be changed with 30 days or more notice from the departure time. A full refund will be provided when a date change is not possible. If a cancellation is requested, the following refund terms are available.

• 100% refund if cancelled more than 30 days before the departure time
• 75% refund if cancelled between 15-29 days before the departure time
• 50% refund if cancelled within 14 days of the departure time
• No refund if cancelled within 48 hours

Additional hours on the day of the trip will result in a charge of C$80 per hour. Please note that alcohol is prohibited on the bus for any group, including private tours.

The tour runs rain or shine and in all safe weather conditions, including light snow. The tour will not operate if the weather is not safe to operate a vehicle. In the winter will check the forecast in advance and if it looks like a dangerous weather condition is possible we will cancel your booking and provide a full refund. An alternate tour date will be provided where possible.

We strive to safely fulfill every booking within our capability. Certain situations may occur on rare occasions that require us to cancel a tour. Rest assured, this is a last resort. In the 12 months of September 2023 to September 2024, our tour completion rate was 99.93%. There were a few incidents where we had to cancel a trip in advance and helped organize alternate trips for passengers. There was 1 time when we had to cancel a trip completely due to a bus safety issue that was discovered during the morning inspection. We take over 20,000 people a year to Niagara Falls, so really work hard to make sure these incidents are avoided to the best extent we can.

Vehicle Safety Issues: We perform regular maintenance of all buses as per the guidelines of the Ontario Ministry of Transportation - and actively go beyond these requirements with preventative maintenance work. Unfortunately, at times, we might run into safety issues with our fleet. Issues might arise with advance notice, or sometimes at the start of the trip during the pre-trip safety inspection. We have a large fleet, however, in rare circumstances, there might not be an alternate bus available for us at the given time. If we have enough notice we will do our best to secure an alternate vehicle from one of our partner transportation companies. If we are not able to secure an alternate vehicle, we will do our best to transfer passengers to a similar tour with a competitive company. We will go through every effort to get you on your trip to Niagara Falls within our means, at our own expense. In very rare situations when this is not possible, we may need to cancel the trip. However, we can guarantee that this will be a last resort after we have exhausted our options for securing an alternate vehicle or space with an alternate tour operator.

Driver/Tour Guide Emergency: We have early morning check-ins with all staff to make sure that all drivers report to their shift and that they are in safe operating condition that day. In the case that a driver has an emergency in the morning, we have a backup driver available. In very rare situations, we may run into a staffing issue, which we will do our best to avoid, however, it does remain a faint possibility.

Other Reasons: We reserve the right to cancel a trip for other reasons that may come up. In the case that we have to cancel a reservation, we will issue a full refund if rescheduling is not possible.

To summarize - we will do our absolute best to get you to Niagara Falls and fulfill your booking. We guarantee that we will exhaust all available options available to us for backup vehicles, backup drivers and/or similar tour operators. Cancellation will be a last resort and in those cases a full refund will be provided.

Our buses are not accessible. There is a step that will be required. On certain days we will be able to accommodate folding wheelchairs or assistance devices upon request. However, the steps of the bus will need to be used.

We may be able to accommodate luggage, strollers and other large items upon prior request, however, this depends on the day of your booking. Please contact us in advance to check before booking at book@tourstoniagarafalls.com.

Infants ages 2 or under are not required to purchase a seat on the bus. They can sit on your lap during the bus ride. A child seat might be accommodated if you make a prior request via email, although we can't guarantee this will be possible as not all buses use a 3-point seatbelt. In the case where we are able to reserve an appropriate bus, a child ticket would be required for the child seat. Please note that when booking an infant, even if they will be on your lap, you should notify us, because we need to get infant tickets for the attractions.

In respect to others, and for your own safety, open food and beverages are not allowed on the bus. Snacks are fine, but 'meals' or foods that have smells will make the ride less comfortable for others. The ride to Niagara Falls can be bumpy where the roads are in poor condition, and open drinks like coffee can be prone to spilling. There are opportunities in Niagara Falls to grab a drink or coffee.

We hope this information has provided clarity on our cancellation, refund, and general terms. At Queen Tour, we are dedicated to delivering a memorable and enjoyable experience for all our guests. We appreciate your understanding and cooperation in adhering to these policies, which are designed to ensure fairness and flexibility for everyone involved. Should you have any questions or need further assistance, please do not hesitate to contact us. We look forward to welcoming you on one of our tours and creating unforgettable memories together.